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About the Role

As an Enterprise Customer Success Manager at BuildOps, you will manage a portfolio of enterprise customers, drive platform adoption, execute success playbooks, and proactively manage portfolio risk. This role offers the unique opportunity to help shape and scale a critical customer segment within a well-funded, fast-growing technology startup.

Responsibilities

• Build strong relationships with key customer stakeholders utilizing both digital-first engagement and proactive touchpoints.
• Manage a healthy portfolio of Enterprise accounts, ensuring customers are getting maximum value from our platform at every stage of their journey.
• Become a BuildOps product expert to teach and enable customers to utilize our platform to its full potential.
• Drive feature adoption and utilization across your portfolio and proactively share best practices around new feature releases to maximize customer outcomes.
• Craft and execute tailored Success Plans with a clear emphasis on value realization.
• Identify customer business workflows, pain points, and goals to develop solutions that deliver measurable outcomes, drive product adoption, and support long-term retention and expansion.
• Build and present business reviews for some of our largest and most complex customers, aiming to drive value, adoption, and account expansion, while building relationships with C-Level executives.
• Monitor customer health scores and usage data across your portfolio to proactively identify risk signals and intervene before issues escalate.
• Build and execute enterprise level playbooks to address at-risk customers and manage proactive portfolio risk with urgency and precision.
• Serve as a proactive escalation point and tireless customer advocate.
• Coordinate seamless handoffs across the customer journey with Professional Services, Customer Support, and our Customer Experience team to ensure a consistent, high-quality experience at every stage.
• Develop customer references, success stories, and identify referral and expansion opportunities.
• Work cross-functionally with partners across Business Development, Product & Engineering, Sales, Professional Services, and Marketing to align on customer needs and drive company-wide outcomes.
• Contribute new ideas to enterprise playbooks and help drive segment-level insights and best practice development to continuously elevate how we serve our enterprise customers.
• Travel onsite to customer locations as needed to support go-lives, on-site enablement sessions, or strategic success check-ins.

Requirements

• 3+ years in Customer success, account management, or relationship management experience.
• Extraordinary people skills: must be empathetic, patient, confident, and able to interact well with a broad spectrum of personality types.
• Experience with low-code/no-code automation platforms and working directly with REST APIs — building, testing, and troubleshooting requests.
• Excellent written and verbal communication skills. Ability to explain complex concepts, software workflows, and answer questions in a clear and concise manner.
• Highly organized with the ability to manage a portfolio of enterprise accounts, prioritize across competing demands, and stay focused on customer and company goals.
• Comfortable operating within defined playbooks and structured processes, with the curiosity and initiative to contribute improvements and iterate on them over time.
• Self-motivated, driven to succeed, fast learning and ability to thrive in a fast paced, dynamic startup environment.
• Prior experience or ability to learn internal tools including Salesforce, Gainsight, Service Cloud, and Jira.
• B.A. or B.S. degree.

Skills

• Low-code/no-code automation platforms
• REST APIs
• Salesforce
• Gainsight
• Service Cloud
• Jira
• Digital CS engagement models
• Tech-touch strategies
• AI-assisted customer success workflows
• Operating platform expertise
• ERP systems
• Business intelligence tools
• Custom report tools
• Power BI
• Sigma

Location

• Raleigh
• LA
• SF
• Toronto
• US
• Canada

Work Type

• Hybrid
• Full-time

Experience Level

• 3+ years

Education Level

• B.A. or B.S. degree

Salary/Compensations

• Raleigh: $98,000 - $122,000 base salary range + annual bonus
• LA / SF: $122,000 - $128,000 base salary range + annual bonus
• Toronto: $80,000 - $100,000 base salary range + annual bonus

Benefits

• Generous equity grant
• Comprehensive benefits package
• Flexible PTO
• Hybrid work schedules
• One-time work-from-home allowance
• Lunch provided for in-office days
• Company events and team-building activities
• Opportunities for growth and career advancement

About the Company

• BuildOps is the largest commercial trade platform in the country, transforming the multi-billion dollar commercial contracting industry.
• We are a rocketship, fresh off a $1 billion valuation and a $127M Series C funding round (part of over $275M raised to date) led by industry-leading investors.
• Our investors include Meritech Capital, BOND, SE Ventures (backed by Schneider Electric), Next47, former Twitter CEO Dick Costolo, former Salesforce President Gavin Patterson, and Boost Mobile CEO Stephen Stokols.
• Our investment is fueling aggressive growth and our commitment to equipping contractors with AI-driven tools to conquer chaos, boost efficiency, skyrocket profitability, and ultimately, deliver exceptional service.
• We are changing the game and doing the best work of our careers, making a difference for the backbone of our economy.

Equal Opportunity

• BuildOps is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, veteran status, or any other status protected by applicable federal, state, or local law.
• BuildOps will consider qualified applicants with a criminal history pursuant to the California Fair Chance Act pursuant to applicable local and state laws.